This Agreement applies only to ParaSQL Plans covered by an SLA.
During the term of the ParaSQL License Agreement the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.95% (the "SLA"). If the Covered Service does not meet the SLA, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described below. This SLA states Customer's sole and exclusive remedy for any failure by ParaSQL LLC to meet the SLA.
The following definitions apply to the SLA.
In order to receive any of the Financial Credits described above, Customer must notify ParaSQL technical support within 48 hours of any Downtime incident. Failure to comply with this requirement will forfeit Customer's right to receive a Financial Credit.
The aggregate maximum number of Financial Credits to be issued by ParaSQL to Customer for any and all Downtime Periods that occur in a single billing month will not exceed 100% of the amount due by Customer for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Credit was requested.
The SLA does not apply to any: (a) features or Services designated Alpha or Beta (unless otherwise set forth in the associated Documentation), (b) features or Services excluded from the SLA (in the associated Documentation), (c) features or Services that have been deprecated; or (d) errors: (i) caused by factors outside of ParaSQL's reasonable control (excepting errors in the Google Cloud Services); (ii) that resulted from Customer's software or hardware or third party software or hardware, or both; (iii) that resulted from abuses or other behaviors that violate the Agreement; (iv) that resulted from quotas listed in the Documentation; or (v) that resulted from Customer's restart of an Instance.
Last updated March 1, 2015